Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia).

Job Summary

Responsible for contributing in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Works with moderate guidance in own area of knowledge.

Job Description

The Technology, Product, Experience (TPX) organization works at the intersection of media and technology and our innovative teams are continually developing and delivering products and next-generation technologies that transform the customer experience.

Reliability Experience and Global Product Operations, led by James Manchester, SVP and Chief Reliability Officer, is responsible for developing and leading the programs that allow us to deliver on our dedication to providing the best, most reliable network, product, and service experiences, as well as a consistent standard of excellence, across our customer base, inclusive of those from Sky and our syndication partners. This group also partners closely with Xfinity Growth, Innovation, and Experience (XGIE), our residential consumer business unit, and the field to develop solutions that allow us to grow market share in unique channels, including multi-dwelling units, retail and higher education campus environments.

About the Role/Team

The Xumo team is looking for a highly motivated Incident manager to join our exceptional team. Incident Management is part of the GRRE team which is responsible for managing incidents for new and existing Products. This position is responsible for Incident Management ensuring that all incidents are identified, triaged and resolved within SLA. Additionally, this position will be responsible for ensuring that all root cause analysis is documented for high severity incidents and delivered to the respective Product owners.

This individual will be responsible for multiple facets of the product, Incident management, triage, creating processes, and documentation for Xumo. Comcast and Charter Communications will form a 50/50 joint venture that will bring our world-class Flex streaming platform, 4K streaming devices, voice remote and Xumo TVs nationwide. You will want to join our innovative team, because together we will develop and offer consumers a next-generation streaming platform, with a world-class user experience and navigation and all the top apps, bringing more choice to the streaming marketplace. Comcast also will contribute XUMO to the joint venture, our free ad-supported service that currently delivers more than 200 unique streaming channels and features hundreds of free content choices.

Core Responsibilities

• Ability to troubleshoot and repair all but the most complex issues. Performs maintenance activities with a minimum of supervision and guidance. Leads technical outage bridges and engages appropriate resources to drive issues to closure.
• Acts as an advocate for Engineering Operations procedures, policies and processes. Ensures projects and initiatives are adhering to Company standards.
• Tracks and reports operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas and provides actionable insight.
• Acts as a technical resource in projects and initiatives and ensures successful project implementation.
• Contributes to design considerations for new products or architectural changes to existing products.
• Analyses problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.
• Performs routine maintenance tests for designated areas of engineering and ensures all maintenance is properly validated to minimize impact.
• Provides training and guidance to less experienced team members.
• Attains industry standard certifications and education.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

About Our Perks & Benefits:

We are determined to create an environment where our employees feel valued, understand our business goals, and are motivated!

Here's a look at just some of the perks and benefits we make available to our US-based employees:

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones - from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services - We offer all of our full-time employees in serviceable areas free digital TV and internet.
• Discount tickets for Universal Resorts, including theme park tickets and onsite hotel rooms.

Learn more at https://jobs.comcast.com/life-at-comcast/benefits

Reasonable Accommodation

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.